VIETNAMESE VERSION HERE

Technical Questions

How to use our app?

Step 1: Let’s register/log in one account here. Then check your mailbox for activated email (notice the spam). 

Step 2: Connect your site.


* Fill required information and then click “Connect”
* Virtual site: If you need want to fulfill CSV, you need create a virtual site to upload product, then import order via CSV file.
* Initial Cooling-off time: time for order’s status automatically in hold right after entering the system. In this time, order will not be charged, so you can cancel or change your order unconditionally. However, this will make order be processed slower. In order to make order be processed faster, you can set this time to 0h. 
* Site url: Link store that you want to connect. At the begging of site url must have “https://”. 
* Platform: You choose WOO or SHOPIFY, depending on the respective store’s platform that you want to connect.


Step 3: Upload or Map your products and designs.

  • Upload products
    • Products -> Add New

    • In-same category products can be uploaded in one product page:

  • Edit your product information, then click “Create New”
  • Print Files can be uploaded after having order.
  • Personalization: If you enable “Personalization” for a type of print file, everytime you have an order of this product, you can upload a different print file version for each order with this type of print file. You should only enable “Personalization” if your product need personalization/ customization.

  • Mapping products (a form of turning old products into products fulfilled through PGC)
    • Sites -> Click into “...” icon -> Mapping product
  •  

    • Choose category and product that you need -> Mapping products

       

  • You can edit series of products

NOTE: If you choose series of products, you should not upload mockup images to each variant because this will make variants in the series of products have the same image.  

Step 4: Recharge to have orders processed

You should pay us first via Paypal, Payoneer or Pingpong, then submit the transasction ID: Balance -> Make a deposit -> fill the information then “Submit“.

NOTE: Payment method may be changed over time, sellers should not base on the information above the image to pay. 

 

 
Which platforms are PGCFulfillment APP available for?

Our app currently can connect with Shopify and WooCommerce API. For others, you can upload csv file into our app. You can fufill CSV by importing file csv (or excel) here. Specific intructions for fufilling CSV file will be in the next part. 

 
How to fulfill CSV through APP?

PGC Fulfillment has two ways to fulfill CSV: via app and via Email
Way 1: Fufill CSV via app: import CSV file into app 
You can upload CSV file to our app here

Step 1: Create Virtual Site 

Tick the box “Virtual Site” to create Virtual Site. 
Because of fulfilling CSV file, PGCom recommends setting Initial Cooling time for the site to 0 in order to make order be processed faster. 

Step 2: Upload Product and Print file 
For details, see question 1 section Technical question.

Step 3: Fill information in Excel
Download template here.

  • Order ID (Required): Order identifier. Each line has a unique Order ID.
  • First name (Required): Name of recipient
  • Last name: The recipient’s surname
  • Company: The company where the goods are received.
  • Address 1 (Required): Delivery address (house number, street name…)
  • Address 2: Additional address when receiving goods (numbers of buildings, apartments…)
  • City (Required): City’s name of receiving goods
  • Province (Required): Abbreviation of province/ state where the goods are received.
  • Country (Required): Abbreviation of country where the goods are received.
  • Postcode (Required): also known as Zip code. It is the postal code.
  • Phone (Required): Phone number to received goods. PGCom Fulfillment recommends all orders should have phone number. With orders without phone number, PGCom Fulfillment can not take responsibility if the goods is lost or returned during transportation.
  • Item SKU (required): Identifier in the system of PGC Fulfillment app. To get this identifirer, sellers click “Products”, find out product, click icon  and choose Edit. 

Then, scroll down to the Variants, Variant SKU section corresponding to the variant that you need to order is the Item SKU that you need to import into the excel file.

  • Item Price: The price that you sell to your customer. This price only makes senses in the total revenue – profit in your dashboard.
  • Item Quantity (required): quantity of items that you want to orrder for this variant. 

Step 4: Upload to the system

Choose Virtual Site that you created, upload Excel file and click “Import”

In case, the import fails, you can download the error file according to the following instructions:

Step 5: Recharge to make order be processed

Refer to question 1 in the techincal section.

How to fulfill CSV through email?

PGCom Fulfillment has 2 ways to fulfill CSV: Fulfiil CSV through APP and fulfill through Email

Way 2: Fulfill CSV through APP: Send Excel file through email, upload print files to Google Drive

  1. Sign up here. Then our supporter will take over and support via Telegram. Sellers pay attention to register Telegram account in order to make set up process faster.
  2. Working processing (This process will be sent by our supporter when our supporter receives registration from seller):
  • Sellers send file order according to this form
    How to name order file: <Customer Code> <STT> <date of sending order>
    For example: P223 01 08082020 (with next orders, STT will be named in ascending order.) 
  • Sellers send order file to the mail [email protected] (with the same title as the order file).
  • With design folders (1 folder including print files and mockup), sellers upload them to PGCom folder vs <Customer Code> -> Designs. Each design corresponds to a unique Design SKU which is uploaded in a separate folder on Google Drive. Name of design folder need to be filled in the similar way to Design SKU in the order file. Design SKU should start with Customer Code and has less than 10 characters.
  • PGCom confirms order file and price by uploading to sheet “Incidents and Payment -> Payment and tracking”. Detail of cost for each order will be uploaded to the exel file in the “Confirmed Order” Folder.
  • Sellers confirm information from PGCom, pay and update payment information (purple strip) in the “Payment Trackings” tab, “Incidents and Payment Trackings” file. Note: Pay for any order file, please note the name of that order file when conducting transaction.
  • PGCom confirms received amount of money and make orders.
  • PGCom sends Tracking file through mail, answer questions.  
How to connect/deactive/remove sites from PGCFulfillment?

Connect your site:

For Shopify and woocommerce API sites only so far. By connecting your sites, PGCFulfillment can only read products and orders that are connected.

Fill the information and “Connect”:

Login and confirm your role in the site:

Deactive your site:

By deactiving sites, all data is paused to be connected and processed until you re-connect them.

To re-connect sites:

To delete sites, all connect is complete deleted. Old data about orders, revenue, transactions.. are kept in our system.

How can I remove hold time/Cooling-off?

Cooling-off time/Hold time is the time for helding order. This time is considered as a safe period for sellers to change, cancel orders. If you set the time to 0h, your orders can be processed immidiately. However, it is impossible to change/ cancel afterwards. This time can be customized during site creation or editting at any time afterwards. However, only orders entered into the system after being modified will be applied to the new setting.

 

  • How to reset Cooling-off time / Hold time

Click  icon, then click “Edit” and choose Initial Cooling-off time: 0h

How to add new/map products?
  • Upload products
    • Products -> Add New

    • In-same category products can be uploaded in one product page:

  • Edit your product information, then click “Create New”
  • Print Files can be uploaded after having order.
  • Personalization: If you enable “Personalization” for a type of print file, everytime you have an order of this product, you can upload a different print file version for each order with this type of print file. You should only enable “Personalization” if your product need personalization/ customization.

  • Mapping products (a form of turning old products into products fulfilled through PGC)
    • Sites -> Click into “...” icon -> Mapping product
  •  

    • Choose category and product that you need -> Mapping products

       

  • You can edit series of products

NOTE: If you choose series of products, you should not upload mockup images to each variant because this will make variants in the series of products have the same image.  

How to edit/delete product?

To edit products in our APP, please follow the instructions below:

For Print file of design elements that do not have Personalization enabled, the editing will be synchronized for all current orders in the system. If you want to edit the print file, you are required to notify us, so that we can update on the production side.

Products uploaded to the app cannot be deleted, because they are related to other links. Instead, you can Archive this product. By Archive the product, they remain on your store, but all future orders on that product will no longer be identified by PGC Fulfillment.

How to recharge?

Recharge to have order processed

You should pay for us firstly according to the instruction here. Then, submit transaction ID: Balance -> Make a deposit -> Fill the information, then “Submit“.

Our accountant will check, then approve or reject your deposit. Reasons for rejecting deposit: 

  • The filled amount does not coincide with the actual payment of the deposit (We do not incur the payment gateway fee)
  • Transaction ID is duplicated.

Order is charged if all the following conditions are met:

  • The amount in Available amount is still sufficient.
  • Order has been uploaded with enough print files.
  • Time of cooling-off wass passed.
  • Order which get over it’s cooling-off time sooner will be sooner charged automatically

Explanation for “Balance”:

  • Available amount: The amount remaining in the seller safe deposit (s), this money is used to charge the order.
  • Upcoming amount: The total amount the seller needs to deposit to fully pay the order. Upcoming amount = Total amount of the outstanding orders – Available amount.
  • Paid amount: The total amount of the orders charged.
  • Pending deposit: seller deposit amount, waiting for admin to approve.
How to synchronize Tracking number via Store?

The tracking number will be automatically synchronized via the store by the line item if the seller DOES NOT click the manual fulfill order by itself in the store:

How to cancel order?

Note: We manage orders by product line. To cancel or change certain things in your order, please change line by line.

  • Find the order that you want to change on our app.
  • Then, click the red x icon at the line you want to change.

Note: Variant can only cancel when your order is “on hold”, “pending design”, or “pending ”.

How to change shipping method?

Note: You can change order when it is in “pending” state.

To change shipping method:

Step 1: Find order which you want to change, click icon edit on line:

Step 2: Choose shipping method which you want to change:

 

How to change shipping address of my order?

Note: We manage orders by line item. To cancel or change some thing on your orders, please change all the lines one by one.

  • You need to find your order need to change in our app.
  • Then, you add your comment that which variant you’d like to change.

 

Notice:

  • Address is only changed when your order is in ”on hold”, ”pending design”, and ”pending” stage.
  • Changing the address on the store will not be synchronized to the app.
How to hold orders?

Note: We manage orders by line item. To cancel or change some thing on your orders, please change all the lines one by one.

You just can “Pause” your orders when they are in ”on hold”, ”pending design”, and ”pending” stage.

To pause your order, please click “Pause” button:To Resume paused order, please click “play” button

How to place a sample order?

Firstly, please kindly fill this form, our supporter will contact, quote then help to process.

Explanation for order statuses
  • On Hold: by clicking the “Pause” button, orders get in “On Hold” and not be continue to process until you Resume it.
  • Pending Design: Orders have not been uploaded design files.
  • Pending: Orders with full information but still in Hold time or have not enough balance to charge.
  • Processing and Await: Orders are charged and prepared to produce.
  • In Production: Your order is being produced.
  • Fulfilled: Tracking numbers are added.
  • Cancelled: Orders are Cancelled and can not be Resumed (Note: Cancellation is applied when orders are  ”on hold”, ”pending design”, ”pending” stage)
  • Error: Orders get errors

Explantion for Balance
  • Available amount: The amount remaining in the seller safe deposit (s), this money is used to charge the order.
  • Upcoming amount: The total amount the seller needs to deposit to fully pay the order. Upcoming amount = Total amount of the outstanding orders – Available amount.
  • Paid amount: The total amount of the orders charged.
  • Pending deposit: seller deposit amount, waiting for admin to approve.

Orders Questions

Producing time

Shoes: 10 – 15 business days.

Bedding Sets, Full Bedding Sets, Quilts: 7-15 business days

The rest products: 5-7 business days.

How can I cancel/change my order?

Orders can be canceled if its status is Pending, Pending design or On Hold. Once orders are in Processing, we’re no longer can cancel or change anything

Note: We manage orders by line item. To cancel or change some thing on your orders, please change all the lines one by one.

 
What is PGCFulfillment's MOQ?

MOQ=1 pc

We will produce your order carefully even though you have only 1 order per one design per one product

Must I supply both mockup image and design files (printing files)?
  • We use the printing file to print and make products. You should supply mockup image so that we can understand your demand of product’s structure.
  • In case the printing files is not compatible to the mockup image, we will use printing files only.
Who will pay for the tax?

– Our base cost doesn’t include Custom Duties, Tax and Charges. This is a shopper’s responsibility as each country has different Custom Duties and Taxation Laws.

My customer received a wrong size item?

First, you need ask your customer for a picture as proof: 

  • You should ask them to take a photo they measure the size of the product with a ruler.
  • For shoes products, we need 3 pictures show: the tag size on the outsole, the length of the insole measured by a ruler, and the item to see the design.

Then, we will check your proof, if it’s wrong size, we will resend or refund depend on your requirement. 

Note: with shoe wrong size problems, we can only accept to process a replacement or refund, if you lodge a complaint in 1 month after your customer receive package.

My custmer received a broken/damaged item?

Firstly, you need to ask your customer for some picture as a proof, which include: picture of the broken item, and picture of shipping label.

Then, we will check your proof, if it’s broken, we will resend or refund depend on your requirement. 

Note: with shoe problems, we can only accept to process a replacement or refund, if you lodge a complaint in 1 month after your customer receive package.

My customer received a wrong design item?

Firstly, you need to ask your customer for some picture as a proof, which include: picture of the wrong design item, and picture of shipping label.

Then, we will check your proof, if it’s wrong design from what you ordered, we will resend or refund depend on your requirement. 

Note: with shoe wrong design problems, we can only accept to process a replacement or refund, if you lodge a complaint in 1 month after your customer receive package.

My customer received a wrong design item?

Firstly, you need to ask your customer for some picture as a proof, which include: picture of the wrong design item, and picture of shipping label.

Then, we will check your proof, if it’s wrong design from what you ordered, we will resend or refund depend on your requirement. 

Note: with shoe wrong design problems, we can only accept to process a replacement or refund, if you lodge a complaint in 1 month after your customer receive package.

How can my customer return their order?
  • After receiving products, if your customer finds out our mistake with their item, you customer will not need to return the order. We will take full responsibility to process the replacement or a refund.
  • After receiving products, it does not have any mistake from us, but your customer does not like it anymore and want to return, we can only accept return with shoe products, your customer are responsible for paying their own shipping cost to return their item. Shipping fee is non-refundable. If you receive refund, shipping cost will be deducted from your refund.
Which time zone is displayed on our app?

Time zone displayed on our app is (US/Los_Angeles) (GMT-7 or GMT-8 depending on the season).

Sellers can customize the time zone displayed on the app in account settings.

The time zone in the excel file when exporting from the app is GMT + 7 (Vietnam time).

Instructions for washing all kinds of fabric products

With products like 3D shirt, blanket, bedding set…, you should follow the following instructions of laundry:

Support Script from PGCFulfillment

Sellers can refer to some scripts of PGC Fulfillment here

Delivery questions

Shipping methods and delivery time

Yuntun, S.F Express, 4PX: 7-20 days average.

Fedex: 3-10 days average.

Epacket: 20-60 days average.

DHL E-commerce (ship from Vietnam): 9-15 days average. (tracking updates only after USPS scanning packages)

Note: For some countries where the default or opted shipping method is unavailable, we will use another alternative available shipping method.

 
PGCFulfillment can ship orders to:

Please refer Shpping areas here

Where are orders produced and shipped from?

We produce and ship products from Vietnam or China Mainland. Products named with (VN-US Only) is shipped from Vietnam to US Mainland only, the rest are shipped from China to worldwide.

Made-in-Vietnam product list here

 
How much is the shipping fee?

– Shipping fee is included in our base cost, It’s depended on shipping method for each product.
However, if you want to ship your order by DHL, fast DHL, you will be charged the shipping fee which depends on destination countries.

Receiving tracking number time
  • 3D shirt, Auto Sun Shade, Joggers, Fleece Blanket, Skater Dress, Hooded Blanket, Batwing Pocket Dress (3D), Like Quilt Blanket, Hoodie Dress, Baseball, Rugby Ball, Baseball Jersey, Basketball will take 1 – 3 days to get tracking numbers.
  • All kinds of shoe will take 8 – 15 days to receive tracking numbers.
  • The rest products will take 5 – 7 days for receiving tracking numbers

Depending on situations, the time listed above can be flexible. We do not guarantee but we will try our best to provide them as soon as possible.

Updating tracking information time

– Updating tracking time is not base on receiving tracking number time, It depends on shipping time and shipping channel.

How can I track my orders?

– You need to search order tracking numbers in our app. We recommend you to use 17track.net to track your orders.

How could I do if an order wasn’t deliverred?
  • Tracking number shows ‘’undelivered/pickup’’: Your customer package is still in the post office but can not deliver. You need to find out the problem in the tracking events, tell your customer to contact with post office by themselves to check where is their package (you need to give them the phone number of post office).
  • Tracking number shows ‘’Alert’’: In this case, the package will be returned to the warehouse successfully or not. If the address is wrong, we will inform you to confirm the address and then you need to pay the resend fee.
  • Tracking number shows ‘’Expired’’: Tracking number has not been updated for a long time. We will resend or refund based on your request.

 

Tracking number shows delivered but your customer has not recieved the package

Please check if the shipping address is correct from your customer. We ship to the shipping address given before, not the person. We don’t assume ability if tracking shows “Delivered” but your customer still complaint they have not got it.

 
My customer received a missing order?
  • Firstly, you need to tell us to check that is there any another package which has not been delivered or not.
  • Then, we will assist you with sending a missing item

Design and template questions:

Which formats are accepted for a design file?

Images should be in TIFF, JPEG or PNG format.

Where I can download design template?

Access here then access the corresponding link. 

You can access the download link in each product pages

Payment questions

PGCFulfillment get payment through

You can settle the payment by Paypal/Payoneer/Pingpong/Vietnamese Banking. here the detail

Which currency should I pay?

We just accept US DOLLAR or VND, not others.

 
About additional fee and others

Default shipping fee for each of those products is included in price, which is used for available locations (refer to Shipping areas). Additional fees may include:

  1. Payment gateway transaction fees: We do not assume the payment gateway fee. We just get the gross payment. Therefore, you should use Mass payment if paying via Paypal to minimize transaction fees. The remaining payment methods have no additional fees. Details of payment can be found here
  2. IOSS tax:  This tax needs to be collected by PGCom and then, we will pay it for logistic company. For details, please kindly see the Pricing table (column “Tax to EU Countries”
  3. Additional fees for shipping:
    – Some countries have high shipping fees, so there will be additional charges. For details, see the Pricing table (column “Extra fee To Country”)
    – In special cases (orders in remote areas – remote area,…), we will notify you via email or support group and need your response when there is a charge.
    – In case of shipping by FedEx, FedEx will automatically charge money from PGCom Fulfillment without prior notice if the recipient changes the address arbitrarily or when the goods cannot be delivered nor can be destroyed but can only be returned. This fee will be paid by the seller after we receive the bill from FedEx, so you need to be sure of the shipping address to avoid these situations. List of countries that do not cancel goods but only return with automatic charge fees:
    Argentina AR
    Germany DE
    Spain ES
    Croatia HR
    Hungary HU
    Kazakhstan KZ
    Netherlands NL
    Saudi Arabia SA
    Slovakia SK
    Italy IT
    Belarus BY
    Serbia and Montenegro CS
    Portugal PT
    Russian Federation RU
    Denmark DK
    Romania RO
    Bulgaria BG
    Czech Republic CZ
    Austria AT
  4.  

 

When will I be charged?

After Cooling-off time, our system will charge your money for those orders from the oldest to newest.

How can I see my billing statement?
  • Come in our app.
  • You can view your billing statement at ”Balance” session.
About Gold - Diamond - Plantinum tier

Plan

Explanation

Applied condition

Gold

Base cost is listed price

Unconditional

Diamond

Base cost is reduced by 0.25 USD per unit compared to Gold

Seller has sold out over 500 units. Diamond price is from the 501st sold unit.

Platinum

Base cost is reduced by 0.5 USD per unit compared to Gold

Seller has sold out over 1500 units. Platinum price is from 150th unit sold.